Question

Lynn works in sales at a firm that sells large-scale printing equipment for printing companies. She recently sold a new model of the company's product. However, the machine did not work properly, and investigations showed that it was a mistake made on the part of the manufacturer stemming all the way back to its construction in the factory. Lynn's sales manager had put a lot of pressure on Lynn to sell as much of this new equipment as she could, and now Lynn is worried that more products she sold will also have defects in the machinery. In this case, there could be a major recall, and the firm's CEO would have to get involved. Suppose an organization who bought the machinery realizes it is not working. The customer is highly dissatisfied and is likely to express her discontent initially to _______.

Answer 1

If a printing company realizes the printing equipment sold by Lynn is not working, the customer is likely to initially express their dissatisfaction to the sales representative, Lynn, or the customer service department. Defective products can lead to major recalls and can involve high-level company intervention if the issues are systemic.

Step-by-step explanation:

Lynn sold new model printing equipment for a firm, but the machine turned out to be defective due to a manufacturing error. In the business context where customer satisfaction is paramount, a client who discovers the equipment is not working is highly dissatisfied and would typically express their discontent initially to the sales representative they dealt with, in this case, Lynn, or the customer service department of the firm.

This initial contact could lead to further internal investigations, and if the issue is found to be widespread, it might prompt a major recall, involving the attention of the firm's CEO.

Recent legislation allows employees to bring forward confidential complaints about workplace hazards, and companies must adhere to these policies to prevent incidents that can damage their reputation and finances, as seen in historical cases like the Firestone/Ford tire controversy.

Additionally, stories like the automobile manufacturer's failure to address known brake system defects illustrate the serious legal and ethical consequences of ignoring product safety. In such cases, manufacturers can be held liable.

Therefore, companies need to maintain both a high standard of product quality and a responsive customer service system to manage and rectify such issues, protecting themselves and their customers from harm and preserving their reputation in the market.